Hello, we're issuing following problem.
JIRA Servicedesk is not sending emails to customers by using respond to customer feature.
Email is working -we get all information we need. For example if a issue changes from in progress to done
or from open to in progress.
we checked our /var/log/maillog - no email is beeing generated.
Respond to customers works with JIRA Servicedesk Agents. But not with "normal" customers.
Please let us know where the problem could be.
Thanks a lot!
Try enabling the outgoing mail log and set the log level to DEBUG. That will print everything to atlassian-jira-outgoing-mail.log in your JIRA logging directory. Also, check your mail queue. JIRA has a long-standing bug whereby if any user in the list of email recipients has a bogus email address, none of the recipients will get a copy. If you have mail piling up in the error queue that may be the cause.
Hello Logan, it is now enabled.
we already checked /var/log/maillog when responding to customer - it seems No mail is generated - no log entry.
as described - we get logentries when repsonding to teammembers.
When responding to external customers there is no log generated! thats unbelievable.
any idea what we can do? how to solve this problem ?
of course found the issue. our Issues were created with the an security level "private".
the external customers do not have acces to this kind of issues.
The result is - > no access to issue -> no email you will get.
hope it helps.
have you checked if the mail has been generated ? Do you have it on linux or windows ?
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